Case Study: Major Airline Company achieves a mobile-friendly, accessible customer experience with Genpact

How a mobile-optimized website increased customer satisfaction and revenue

Major Airline Company, one of the world’s top airlines, needed to replace a desktop-first website that was difficult to use on mobile devices and had to meet strict Web Content Accessibility Guidelines. The airline wanted a responsive, mobile-optimized, future-proof online experience that would make it easier for customers to plan, book, review, and modify trips across devices.

Genpact researched, designed, tested, and implemented a new website using agile coaching and development sprints, building it on React and Progressive Web Apps technology with improved accessibility and navigation. The result was an intuitive, user-friendly experience across all form factors that increased customer satisfaction, boosted self-service and bookings, and ultimately drove more revenue.